Wealth & Banking Quality Assurance Senior Analyst

Gratitude Philippines; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Gratitude Philippines is seeking a Wealth & Banking Service Quality Senior Analyst to join our on-site team in Taguig. You will support Wealth clients and advisors, becoming a subject matter expert on banking products and processes while ensuring high service standards.

The role requires 3–5 years in wealth management, with QC/supervisory experience or SME knowledge. You will identify improvements, document interactions in CRM, and help coach peers in a fast-paced environment.

Qualifications

• QC and supervisory experience will be evaluated during Skills Interview.
• Experience coaching and helping others improve performance is a plus.
• QA experience is advantageous.

Responsibilities

• Provide primary service and problem resolution support for Wealth clients and advisors through phone and electronic service requests.
• Serve as a subject matter expert on all banking products, processes, and programs, staying informed of updates and changes.
• Identify specialized solutions and address potential issues for clients with complex financial needs, ensuring compliance with manuals and regulatory frameworks.
• Build and maintain relationships with Wealth advisors and internal partners to meet client needs.
• Manage complex service issues and day-to-day transactional needs for Wealth clients, ensuring efficiency and accuracy while meeting SLAs.
• Facilitate wire agreements and process time-sensitive wire requests for Wealth clients.
• Identify trends through data collection, reporting, and client interactions to drive insights and improvements.
• Develop, lead, and execute projects to enhance processes, products, services, and policies for the Wealth brand.
• Support teammates through training and floor support.
• Accurately document client interactions and resolutions in CRM/Salesforce.com.
• Meet and exceed performance standards, contributing to daily center SLAs.
• Work a flexible schedule including shifts between Monday and Friday (8 AM–8 PM) and Saturday (8 AM–5 PM).
• Open to applicants currently in the Philippines with right to work.

Skills

Wealth management

QC supervision

SME knowledge

Job description

Gratitude Philippines is seeking a Wealth & Banking Service Quality Senior Analyst to join our on-site team in Taguig. You will support Wealth clients and advisors, becoming a subject matter expert on banking products and processes while ensuring high service standards.

The role requires 3–5 years in wealth management, with QC/supervisory experience or SME knowledge. You will identify improvements, document interactions in CRM, and help coach peers in a fast-paced environment.